SQM Group

FCR, CX, and Best Practices Blog

SQM is dedicated to helping contact centers improve their First Call Resolution and lower their operating cost. To help you with that, we have developed blog posts based on FCR research and FCR best practices for delivering the experience your customers expect. Sign-up to keep up with SQM’s latest FCR research and FCR best practices blogs, whitepapers, webinars, and certification courses delivered weekly.

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Calculate First Call Resolution Rate
Quickly learn how to calculate your First Call Resolution Rate.
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First Contact Resolution Best Practices
Contact Center FCR Best Practices are based on SQM conducting customer and employee research with over 500 leading North American contact centers to…
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FCR Measurement to Improve CX and Reduce Cost
Understand your FCR rate, identify repeat call reasons, and determine the root causes to help you develop a plan to action and improve your FCR rate.
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FCR Benefits for Healthcare
Here is why FCR improvement should matter to you as a healthcare insurance call center
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First Call Resolution Reimagined
FCR is the KING of all call center metrics because it measures your customer experience (CX) performance.
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Persona Communication Styles
SQM has developed ground-breaking research on how CSRs in Call Centers can adapt their communication styles to match their customer’s style leading to…
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Top 5 Reasons to Improve First Call Resolution
Discover how First Call Resolution can improve customer satisfaction, increase customer referrals, and retention.
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CX Leader Award Winner - An Interview with Lana Pruett
We’re always on the lookout for leaders who are driven in providing exceptional service and making sure the organization’s goals and objectives are…
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CSR of the Year 2018 – An Interview with Robert Mills
In this interview, meet Robert Mills from Horizon BCBSNJ, SQM’s 2018 CSR of the Year. Learn about his passion for customer experience and read the…
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Establishing Goals for Improving Performance
It is important to understand what the metrics and targets should be to establish goals for improving customer experience (CX) performance.
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Escalations: Service Recovery At Its Best
Effective customer escalation handling metrics and processes for improving call satisfaction.
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Recognition Changes Behavior
Learn how a voice of customer recognition program can motivate CSR’s to use the desired behaviors towards improving CX.